- Team Collaboration: Successfully led a team of 25-60 agents, fostering a culture of collaboration and accountability that resulted in improved performance metrics.
- Schedule Management: Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Performance Coaching: Provided ongoing coaching and feedback, enabling team members to enhance their skills and achieve personal and team goals.
- Sales Achievement: Consistently surpassed sales targets, earning recognition as a top-performing sales team leader.
- Quality Assurance: Conducted regular audits and implemented feedback mechanisms, ensuring the delivery of high-quality service and maintaining superior quality scores.
Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Engagement Initiatives: Promoted teamwork through various initiatives, such as learning and development (Peer to peer) and shadow management skills
- Operational Oversight: Managed the schedules and day-to-day operations of a team of 25-60 agents, ensuring optimal resource allocation and performance.
- KPI Management: Rigorous oversight of key performance indicators, including Average Handling Time (AHT) and Service Level Agreements (SLAs), resulting in significant improvements in operational efficiency.
- Attrition Strategy: Developed and implemented retention strategies that successfully reduced attrition rates, contributing to a stable and engaged workforce.
- CSAT Improvement: Collaborated with industry leaders to implement best practices for enhancing Customer Satisfaction (CSAT), leading to notable recognition and rewards.
- Quarterly Performance Reviews: Conducted comprehensive quarterly reviews for team members, providing constructive feedback and strategic development plans to support their growth.
- Managed end to end Billing to clients
- Negotiated with suppliers to secure better pricing, reducing operational costs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.